Start Here
- Update the app. Check you're on the latest version first.
- Close and reopen it. Fully quit rather than switching away.
- Check your connection. Imaging always needs one.
- Pull down to refresh. Most screens reload this way.
Update Required
If the app shows Update Required, this version no longer works. Tap Update now, install the update, then tap I've updated โ try again.
A banner saying a new version is available is only a reminder. Tap Update when it suits you.
Images Won't Load
Case imaging is streamed, so it needs a working connection even for a case you've opened before.
If you turned off Load imaging on cellular data, the app holds imaging back on cellular on purpose. Tap Load anyway, or change the setting under Profile, then Settings, then Data usage.
On a slow connection, large studies can take a while to appear. Wi-Fi is usually the fix.
I Can't Sign In
Sign in the way you signed up. An Apple or Google account with a different email address opens a separate, empty account. So does signing in with Apple and choosing Hide My Email, which gives us a private relay address instead of your usual one.
If you've forgotten your password, tap Forgot Password? on the email sign-in screen. If you signed up with Apple or Google, you may not have a password: sign in with Continue with Apple or Continue with Google instead. Continue with Apple isn't available on Android. If you signed up with Apple, tap Forgot Password? on the email sign-in screen to set a password for that email address, then sign in with email. If you chose Hide My Email, enter the private relay address Apple created for CaseStacks.
I Was Signed Out
The app signs you out on its own when:
- You signed in on another device. You can stay signed in on a limited number of devices. Signing in on a new one signs out the one you've used least recently, and the app tells you when this happens. The same goes for a device signed out from Signed-in devices on another one. To see where you're signed in, or to sign a device out, go to Profile, then Settings, then Account, then Signed-in devices.
- Your password was changed or reset. This signs out your other devices. Sign in again with the new password.
- You haven't used the app for 30 days. Sign in again to carry on.
Your progress, notes, and saved items are stored on your account, so signing back in brings them all back.
My Plan Isn't Showing
Bought on the website? Pull down on the Profile screen to refresh. If it still does not appear, sign out and back in.
Bought in the app?
- Make sure you're connected, then close and reopen the app. It finishes any purchase the store recorded that didn't reach us.
- Tap Upgrade on the Profile screen, or the upgrade prompt on a locked case, then Restore purchases at the bottom of the page. The Extend your plan page doesn't have it.
- Check you're signed in to the right CaseStacks account. A purchase belongs to the account that was signed in when you bought it, and the app tells you if it was applied to a different one.
If it's still missing, email support@casestacks.com from the address on your CaseStacks account. For an App Store purchase, include the receipt Apple emailed you. For a Google Play purchase, include the order number, which starts with GPA.
I Can't Find Live Chat
In the app, live chat (if available) is the chat bubble at the right end of the bottom bar. It's also Live Chat under Profile, then Contact Us, and in the Help Center's Contact tab.
If you don't see it, live chat is unavailable in your account. This includes users in residency programs that have opted out of third-party services. Email support instead, at support@casestacks.com.
Reporting a Problem
Go to Profile, then Help Center, then the Contact tab, then Report a Bug.
Pick a category and priority, then describe what happened. Steps to Reproduce is optional and is the most useful thing you can give us.
Leave Include system information ticked. It attaches your app version, operating system and device model. If we've asked you for logs, use Share diagnostic logs on the same screen.
If you'd rather not use the form, email support@casestacks.com and include what you were trying to do, what happened instead, and your device and app version.
Sending Quick Feedback
Shake your device to open the feedback form, or tap Send Feedback on the Profile screen. Shaking doesn't work while you're viewing case images or a video, or while you're typing. If you'd rather it didn't open at all, turn off Shake to send feedback under Profile, then Settings, then Preferences.